Complaints Process - Vanzone
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 02922 678 010

Complaints Process

Principality Motor Company Ltd. T/A VanZone

Your views are very important to us. We pride ourselves on providing a platinum level service to every customer. It is extremely important to us that all complaints are resolved as quickly and efficiently as possible to complete satisfaction of our customers.

What to do if you have a complaint

If you have a complaint about any part of the service we offer, we would like to hear from you. To help us investigate and resolve your concerns as efficiently as possible. Firstly, contact the department with which you have been dealing. Alternatively, you can contact us by telephone or in writing. Your complaint will be resolved in the shortest possible time.

Our contact details are:

Complaints Department
Unit 323
Vale Enterprise Centre
Hayes Road
Vale of Glamorgan
CF64 5SY

Tel: 02922 678019

To help us resolve your problem, as quickly as possible please provide the following information:

  • Your full name and contact information
  • Full details of your complaint
  • Your lease agreement/vehicle details
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork

What we will do once we have received your complaint

We will try to resolve your complaint without delay. Sometimes this may not be possible. In the improbable event that we are not able to resolve your complaint within 24 Hours, we will keep you informed of the progress of our investigation.

We will send you an acknowledgement within five business days from us receiving your complaint.

We will provide our final response in writing, including our findings and the action we will take. We will do our utmost to send this final response within 14 days of receipt of your complaint. The Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.

What to do if you are not happy with our decision:

Retail Motor Industry Federation Limited: As a Member of the Retail Motor Industry Federation (RMI), any unresolved disputes may be referred to the RMI by either the customer or by us (Principality Motor Company Ltd t/a Vanzone.

Financial Ombudsman Service: If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. Details should be sent by email to:

If you do not have access to email, details can be sent by post to:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

You must do this within six months of our final response. If you have any questions relating to our complaints handling procedure, please contact us on 02922 678019

Principality Motor Company Ltd t/a Vanzone is authorised and regulated by the Financial Conduct Authority, our firm reference number for consumer credit is 791931 We are a credit broker and not a lender.

We are permitted to conduct Credit Brokering, Debt-Adjusting and Debt-Counselling in connection with the whole or partial settlement of credit agreements for vehicle finance and consumer hire agreements.

You can check this on the FCA Register by visiting the or by contacting the FCA direct on 0300 500 8082.

Company Registration Number: 10895501
VAT Number: 275973549
Registered Office: Hayvenhurst, Fairway House, Links Business Park, St. Mellons, CF3 0LT

Principality Motor Company Ltd t/a Vanzone does not and will not charge any fees for providing any Consumer Credit services.

Principality Motor Company Ltd t/a Vanzone can introduce you to a number of finance providers, we may receive a remuneration if you enter into an agreement with them.

Calls may be recorded for training and monitoring purposes.

Adopted On: 02/08/2017

Last Date Reviewed: 19/06/2019

If you have questions or concerns regarding this Complaints Policy, you can contact us by writing to us at or by mail at Vanzone, Unit 323, Vale Enterprise Centre, Hayes Road, Sully, Vale of Glamorgan, CF64 5SY.

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